Customer Success Manager

As a Customer Success Manager (CSM) at KORE, you will be the strategic partner and advocate for our assigned customer portfolio, owning the post-sale lifecycle from onboarding through renewal. You are not a reactive troubleshooter; instead, you will proactively drive platform adoption, monitor customer health metrics, and systematically mitigate risk. Your goal is to maximize customer lifetime value, ensure high Gross Revenue Retention (GRR), compress Time-to-Revenue, and unlock commercial expansion opportunities by establishing yourself as a trusted IoT advisor.

In this role, you will be responsible for the following areas:

• Acting as the central point of contact for the entire customer lifecycle, from onboarding and adoption to renewal and expansion, ensuring a seamless and positive customer experience.
• Increasing customer platform adoption, revenue retention, and satisfaction at scale across your assigned portfolio using standardized tools and playbooks.
• Developing and maintaining effective cross-functional relationships across KORE to quickly navigate internal teams and accelerate customer adoption and time to revenue
• Acting as a partner to identify expansion and renewal opportunities, passing qualified leads to Sales by maintaining a strong working knowledge of KORE’s commercial offerings.

• Guide customers through structured onboarding processes, platform training, and Success Plan execution to accelerate platform adoption, compress Time-to-Revenue (TTR), and deliver rapid time-to-value. Co-develop, execute, and monitor living Customer Success Plans with clients, aligning deployment milestones, connectivity goals, and business outcomes with measurable ROI.
• Gather accurate, detailed technical requirements from the customer during onboarding to ensure that training meets their strategic goals, and both parties are fully aligned on what success looks like.
• Own and maintain customer-facing onboarding materials to ensure our self-service resources are accurate, up-to-date, and best-in-class for customers to seamlessly scale their businesses with KORE.

• Develop a deep understanding of each customer's business objectives and challenges, positioning yourself as a trusted advisor to help them maximize the value of KORE's solutions.
• Conduct targeted training reviews for newly established customer contacts to maintain a high level of proficiency across KORE's self-service platforms and operational processes.
• Conduct regular business reviews (QBRs) and check-ins to assess satisfaction, address concerns, and reinforce the value of our partnership, driving customer loyalty and advocacy.
• Synthesize and advocate for the customer experience by providing actionable feedback to internal teams on operational gaps, helping drive positive process improvements and system enhancements.

• You are an experienced and trusted advisor and trainer for the wider Customer Success and Support teams
• Develop and implement comprehensive training and onboarding programs for new team members
• Promote open and effective communication within the team and across other departments, role modeling the need for a diversity of perspectives to identify the best possible outcome.
• Help design, refine, and document standardized Customer Success playbooks to scale consistent team-wide performance.
• Maintain deep knowledge of IoT industry trends, telecom standards, and Customer Success methodologies to act as a trusted advisor.

• 5+ years of experience in a customer-facing role such as Customer Success, Account Management, or Consulting, preferably within a SaaS, PaaS, or technology/telecoms (IoT) environment.
• Exceptional ability to build and maintain strong relationships with a diverse set of stakeholders, from technical teams to C-level executives, establishing trust and credibility as a strategic advisor.
• Strong organizational skills with the ability to manage a portfolio of accounts, conduct strategic business reviews (QBRs), and execute time-sensitive projects (like onboarding) to accelerate customer time-to-value.
• Outstanding written, verbal, and presentation skills, with the ability to effectively orchestrate internal, cross-functional resources to drive customer outcomes.
• Experience using data and customer health scores to guide actions, prioritize efforts, and mitigate churn risk. Proficiency with CRM software (Salesforce) and customer success platforms is highly desirable.
• Ability to grasp and articulate…